ComplaintsforJenna L. Goldsmith Nurse Practitioner PLLC.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received two medical facials from Samantha V****** at Jenna’s spa on Sept 7 2021. I went in with clear skin, looking to clear up a few pimples. After the facial my skin was extremely inflamed. Sam recommended ** skin health products to me. She swore I needed them and to throw away all of my products and only use these on my skin. She promised me my skin would look amazing. I bought all the products and started using them from that day on. My skin progressively got worse. I messaged her about my concerns and asked if she recommended a second facial. She said yes. I had my second facial with Sam on sept 28 2021, where she acknowledged my skin was worse and is scarring. She told me to be patient and continue using the products. I continued for 8 more weeks. During those weeks my skin got worse. I reached out multiple times to another aesthetician at the spa, Jennifer, and asked if what was happening to my skin is normal. She said no, and told me to stop using a few of the products as they are too strong for some skin. I sought out medical opinions from a doctor and a few other aestheticians who specialize in acne and they all advised to me immediately stop using all ** products, as they are the worst thing to put on your skin for acne. I also was told procedures done in the facial were too harsh for the skin, damaging my skin’s barrier. And the products further damaged the barrier, never allowing my skin to heal. I tried to get in touch with the owner Jenna, and she refused to speak with me for weeks. She had her office manger, Sara, tell me there’s nothing she can do. After posting on social media about my experience, Jenna finally reached out. She gave me a refund for the products, of $475.24. My skin is scarring and I have to spend more money fixing the issues this spa caused me. Jenna asked to evaluate me, but seeing as what happened, I don’t ever wish to receive any service from them ever again. All I want from them is a refund of $512.69 from the facials I got.

  Business response

  12/30/2021

  Thank you for the email. Our office was in contact with ******* constantly. We had asked her numerous times to come in for an appointment. We, as medical professionals,  asked ******* to come into the office for an appointment to evaluate her skin and address concerns. We requested this of her several times. Initially she stated she would comply and come into the office for a free consultation, however she never did. On 12/16/21 she signed for a certified letter, included was a complete refund of services. Although our office maintains no errors were made, a refund was issued.

  Customer response

  12/30/2021

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Jenna’s business did not constantly keep in contact with me, Jenna refused to speak with me for weeks. Jenna finally contacted me after I posted a review on Instagram. The office did ask that I come in, however as I expressed multiple times to jenna and the office manager, I was out of town and unable to come in right away, as I do not live in buffalo anymore. I also told them I did not feel comfortable coming into their office considering that fact that my skin got worse from going there and they were extremely hard to get a hold of to begin with. After going back and forth with Jenna, Jenna said I can come into the office and that’s all she could do for me, so I ended up agreeing to come in once I was back in buffalo. I Then messaged her when I was in town and she read my message and ignored it and continued to post on social media. I waited 4 days for a response and still got nothing. I posted on social media again about my experience with Jenna, and after that she had her office manager reach out to me at 11pm 4 days later after seeing my posts on Instagram, asking me to come in, after I told the office manager multiple times that I only wanted to speak Jenna. At that point I felt I gave them multiple chances to make this right with me and I no longer wanted to be treated by anyone in the spa anymore. I do not feel comfortable being treated or evaluted by Jenna or anyone in her staff, given the fact that my skin problems started at her spa, as you can see in the dated photos I attached in my first complaint. Also I don’t feel comfortable returning to her spa, because I have been evaluated by multiple different skin professionals and a doctor, and they confirmed that this spa did indeed damage my skin. So, after I refused treatment from them, I filed a complaint here with the BBB on 12/10. The complaint was sent to Jenna on 12/13. She personally responded to me by sending a threatening letter about sueing me for what I posted on social media because her staff is fearing their lives. I received a full refund for the products I purchased, as stated in my original complaint. However, the refund Jenna gave me recently on 12/13 was $300, which actually is not a full refund. I payed $200 for my first facial and $150 for the second, not including tip which I understand is not something that legally needs to be given back. However, as shown in the photos and original complaint, my skin is scarring and I need further treatment to fix that, as I was told by multiple different professionals outside of jennas spa, which I am undergoing at a different medical spa as we speak. I asked for compensation of those treatments as well, because I would never have had to get all of this done if I never went to her spa to begin with. I attached screenshots showing Jenna ignoring my message to come in and the letter I received in the mail on 12/16. If you need a written invoice for the cost of treatment I now have to recieve, I would be happy to provide that to whomever it concerns. Thank you. Regards, ******* ****

  Business response

  01/20/2022

  BBB spoke to Sarah at business and the following was relayed:On 11/14 the customer was refunding in full for products, tax, and tip. We sent an additional certified check for $300 which is the cost for the 2 facial services. Business was unable to locate where customer paid an additional $50 for the first facial. Please provide documentation of this charge.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩